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Complaints – CC

This page is designated for clients utilising CurrencyCloud services, where all written correspondence will include the CurrencyCloud name and associated terms.

We are your primary point of contact for any inquiries or concerns, including complaints. We will manage these complaints according to our established complaints process. Below, you will find our contact email address and phone number, along with response times in the below Complaints Handling Policy.

We work with Currencycloud, which ultimately provides you with regulated payments and e-money services. Currencycloud has specific obligations as a regulated financial services institution, particularly concerning complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure compliance with the required standards under regulations.

However, if for any reason your complaint concerning your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the handling process, Currencycloud’s complaints information can be accessed here.

COMPLAINTS HANDLING

At HUBFX, we’re committed to providing the highest possible standard of service. We understand that sometimes things can go wrong, and when they do, we want to make it as easy as possible for you to let us know. Our internal complaints procedure is designed to ensure all complaints are handled efficiently and by the right person.

How to Submit a Complaint

To help us investigate and resolve your concern as quickly as possible, please provide the following information when submitting a complaint:

  • Your details: Your name, address, telephone number, and client reference number.
  • Clear description: A detailed explanation of your concern or complaint. Even if you don’t use the word “complaint,” if you express dissatisfaction or disappointment with our financial services, we’ll record it as a complaint.
  • Relevant documents: Copies of any documents that support your complaint, such as letters or emails.
  • Desired resolution: What you would like us to do to resolve the issue.

You can contact us by post, telephone, or email. Please address all correspondence to the Compliance department:

Post: FC TECHHUBPY LTD/HUBFX 7 BELL YARD London

Telephone: +44 (0)208 1338 988 Email: info+complaints@hubfx.co

Our Complaints Handling Process and Timelines

Our aim is to resolve your complaint in a timely manner with minimum inconvenience. Here’s a summary of what you can expect:

  1. Acknowledgement: We will send you an acknowledgment of your complaint in writing within 24 hours of receiving it.
  2. Complaint Handler: We will confirm who will be handling your complaint and how they can be contacted.
  3. Initial Resolution (within 3 business days): If your complaint is resolved within 3 business days and you confirm you’re satisfied with the outcome, we will send you a summary resolution communication.
  4. Final Response (within 15 business days): We will investigate your complaint and send you a final written response within 15 business days of receiving it. This response will state whether your complaint is upheld or rejected (in whole or in part).
  5. Exceptional Circumstances (up to 35 calendar days): In exceptional circumstances, if we are unable to provide a final response within 15 business days, we will explain the special reasons for the delay and provide a revised timeframe for resolution, which will be no longer than 35 calendar days from the date we first received your complaint.

If You’re Not Satisfied: The Financial Ombudsman Service (FOS)

We always strive to resolve complaints to your satisfaction. However, if you are not satisfied with our final response or if 35 days have passed since you first made your complaint and we have not been able to provide a final response, you have the option to refer the matter to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service is an independent expert in settling complaints between consumers and businesses providing financial services. This is a free-of-charge service.

You can complain to the FOS if you are:

  • An individual with a personal or joint account.
  • A “micro-enterprise” with an annual turnover or balance sheet not exceeding €2 million and fewer than 10 employees.
  • A “small and medium-sized enterprise (SME)” with an annual turnover not exceeding €6.5 million and fewer than 50 employees.
  • A charity with an annual income of less than £6.5 million.
  • A trust with a net asset value of less than £5 million.

You can obtain a copy of the Financial Ombudsman Service’s explanatory leaflet from us, or you can contact the Financial Ombudsman Service directly:

Post: Financial Ombudsman Service Exchange Tower London E14 9SR

Website: www.financial-ombudsman.org.uk Email: complaint.info@financial-ombudsman.org.uk Telephone: 0800 023 4567 or 0300 123 9123